The Director of Client Services oversees a team of Account Managers and Team leaders and are ultimately responsible for the team’s continued success. All Account Managers including Senior Account Managers and Team Leaders ultimately report to the Director. Directors embody and represent CINC’s Core Values throughout the organization.
Responsibilities:
- Oversees team’s monthly, quarterly and annual success including client satisfaction, retention and revenue growth
- Responsible for reporting team & individual KPI’s to the VP
- Coach team on platform best practices
- Ensures timely communication around product releases & internal process changes
- Serves as subject matter expert when discussing platform features and functionality
- Acts as escalation point for challenging client requests and issues
- Responsible for staffing/hiring for team growth
- Delivers performance reviews and creates professional development plans for their team members
- Works with other departments to ensure seamless client experience
Requirements and Qualifications:
- 15+ years of experience in customer service/success in a SaaS environment
- 7+ years managing and leading SaaS customer service/success teams of 15+ people
- Excellent communication, problem solving, and organizational skills
- Ability to speak on behalf of the client to the organization and articulate client needs
- Experience in presenting to both clients and executives
- Ability to work independently and part of a team
- Proven track record for making change and improving processes
- Knowledge of customer service software and systems especially Salesforce
- Experience in the residential real estate industry a plus but not required
What we offer:
- Great product with a strong customer base
- Team environment
- Opportunities for advancement and development
- Continuation Education Benefits
- Comprehensive and rich Benefit plans, matching 401K
- Employee Stock Purchase Program (ESPP)
At CINC, we celebrate and support our differences. We listen, we care, and we serve. CINC is proud to be an equal opportunity workplace.
